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Call Center Representative, Senior
AdNet/AccountNet Inc.Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 1 HR support through various communication channels while maintaining compliance with company policies and data protection standards. Proficient in utilizing AI-driven tools and case management systems to enhance operational effectiveness and customer service.
Highest-signal resume keywords
HR Shared Services ExperienceAI-Driven Chatbots ProficiencyCase Management Systems ExperienceMicrosoft Office Suite ProficiencyStrong Customer Service Orientation
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide timely, accurate, and high-quality Tier 1 HR support across phone, chat, email, and case management channels
- Use knowledge management resources, troubleshooting techniques, and AI-assisted tools to resolve employee questions
- Document customer interactions and resolutions in case management systems while meeting service level agreements (SLAs)
- Handle complex or sensitive employee interactions professionally and effectively
- Resolve issues independently when possible and escalate complex matters appropriately
- Process employment verifications, document management, PTO donation requests, mail processing, tax form updates, workplace accommodation support, and emergency contact updates
- Maintain compliance with company policies, privacy requirements, and employee data protection standards
- Partner with internal stakeholders and cross-functional teams to improve operational effectiveness
- Support continuous improvement initiatives using AI, chatbots, voice assistants, and robotic process automation (RPA)
- Stay current with evolving HR technologies, tools, and support practices
Requirements
What you’ll need- High School Diploma/GED and relevant professional experience, or Bachelor's degree with relevant experience
- Experience working in an HR Shared Services, HR Operations, or call center environment
- Experience supporting customers in a high-volume service environment
- Proficiency with AI-driven chatbots, voice assistants, and robotic process automation (RPA) tools
- Experience using case management or ticketing systems
- Advanced proficiency with Microsoft Office Suite, including Excel, Word, and PowerPoint
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage sensitive and confidential information with professionalism and discretion
- Strong customer service orientation and ability to interact effectively at all organizational levels
- Experience with ServiceNow and Workday
- Knowledge of Human Resources Shared Services operations and best practices
- Familiarity with payroll and timekeeping processes
- Knowledge of travel and expense reporting systems
- Experience supporting HR technology platforms and digital service tools
- Proof of U.S. Citizenship Required
- Must be available Monday-Friday between 7:00 AM and 6:00 PM CST
Benefits
Comp & perks- Hybrid work arrangement: on-site Tuesday and Wednesday; remote Monday, Thursday, and Friday
- Full-time schedule, 40 hours per week
- Contract duration of 12 months
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting TechniquesProblem-Solving SkillsDocument ManagementEmployment Verifications ProcessingPTO Donation Requests ProcessingTax Form UpdatesWorkplace Accommodation SupportServiceNow ExperienceWorkday ExperiencePayroll and Timekeeping Knowledge
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationProfessionalismDiscretionAnalytical Skills
Tools & Technologies
AI-Assisted ToolsRobotic Process Automation (RPA)Voice AssistantsChatbotsCase Management Systems
Certifications & Qualifications
High School Diploma/GEDBachelor's Degree
Industry Keywords
HR OperationsHigh-Volume Service EnvironmentCustomer SupportComplianceEmployee Data Protection